Visitor Expectations Research Articles

Visitors’ Experiences of Deyrulzafaran Monastery Through Netnography Approach

This article analyzes the experiences and perceptions of visitors to Deyrulzafaran Monastery using the netnography method. Netnography is a research method that aims to understand participants' experiences and perspectives in depth by examining content shared in online communities and social media platforms. The study reveals how the touristic experiences of Deyrulzafaran Monastery are perceived by examining visitor comments on TripAdvisor. As a result of the content analysis, the experiences of visitors to Deyrulzafaran Monastery were determined as six components. These components; unforgettable experience, satisfaction, intention to recommend and revisit, historical experience, cultural learning experience, gastronomic experience and guide features. This netnographic analysis aims to contribute to a better understanding of visitor experiences of cultural and historical sites and the development of tourism management strategies. Especially in the digital age, analyzing visitor feedback provides important information on how tourism destinations can adapt to meet visitor expectations.

Exploring Collective Identity and Community Connections: An Interpersonal Analysis of Online Visitor Reviews at the Overseas Chinese Museum (2012–2023)

The Overseas Chinese Museum in Xiamen, Fujian, is a cultural historical museum in China that promotes heritage tourism and strengthens the community connection among the overseas Chinese diaspora, international and local visitors. The museum has become a platform for interpreting the immigration experience of overseas Chinese communities around the world. In this study, we examine visitors’ feedback to the Overseas Chinese Museum through a linguistic analysis of their reviews. The visitors’ reviews, 207 English-language online reviews, were collected from various travel forums between 2012 and 2023, totaling 11,584 words. We divided the data evenly into two distinct time periods, Stage I (2012–2017) and Stage II (2018–2023) and used statistical corpus log-likelihood analysis to quantify and understand if there were significant linguistic differences over time. Some of the key differences emerging from the linguistic analysis were related to conjunctions, e.g., also, while, after, and so, evaluative language and how identity was construed through language. Findings adopting an appraisal analysis suggested an increase in visitor satisfaction, possibly due to enhanced exhibits and changes in visitor expectations. The findings from analysing the reviews also showed that visitors shared similar values, developed a social bond with overseas Chinese, and engaged with this cultural historical community. The study contributes to a wider discussion on language in digital communication and cultural heritage. In addition, the visitors’ feedback and preferences could be used to improve communication and promotional strategies that ultimately increase the number of visitors to the museum.

Comparative Analysis of Agritourism Service Quality for Domestic and Foreign Tourists in Kerala: A SERVQUAL Approach

Aims: The article aimed to measure the quality of services offered at the agritourism centre to ensure the operational effectiveness of centres as well as the tourist satisfaction. The study uses the SERVQUAL model, which assesses dimensions such as tangibles, reliability, responsiveness, assurance, and empathy, to identify the strengths and weaknesses in service delivery in Kerala's agritourism sector. Understanding these differences is critical for tailoring experiences to meet the diverse expectations of both domestic and foreign visitors [1]. Objective: Analyse the Service Quality for Domestic and Foreign Tourists at Agritourism centres. Methodology: Primary survey was conducted among 150 domestic tourists and 150 foreign tourists who visited agritourism centres in Kerala using pre tested structured questionnaire. Results: The service quality analysis shows the highest satisfaction level of domestic tourists and lowest satisfaction level of foreign tourists towards the overall services provided at the agritourism center. The analysis revealed a lack of efficient signage boards, lack of trained guides and lack of accessibility features for disabled individuals at the agritourism destinations. Aside from these areas, the services demonstrated a higher level of performance. Neglecting these aspects will results in various negative outcomes, affecting tourists’ satisfaction and overall efficiency. Signage boards at agritourism destinations offer essential directions, enhance the overall visitor experience, and ensure both safety and accessibility. By focusing in clear, informative, and thoughtfully designed signs, agritourism destinations can boost visitor satisfaction, enhance their operations, and achieve success in a competitive market. The presence of trained guides will also enhance the tourists experience by ensuring safety, delivering valuable educational content, boost operational efficiency, provide personalized customer service, and support cultural and community engagement. Investing in well-trained guides enables agritourism destinations to improve the quality of their services, create memorable and rewarding experiences for visitors. Prioritizing the disability-friendly practices will play a key role in shaping a welcoming, inclusive, and successful industry that serves all individuals equitably. Conclusion: The study identified the quality gaps that experienced by the tourists at agritourism centres. Upholding high service quality in agritourism destinations is crucial for ensuring visitor satisfaction, gaining a competitive advantage, managing reputation, and maximizing both economic and community benefits [2]. Ultimately, high service quality will become the key driver of growth and prosperity for agritourism destinations.

Key Determinants of Visitor Satisfaction and Post- Visit Intentions at a Museum in the Kruger National Park, South Africa

Museums preserve and present valued historical artifacts, information, and displays to an information-hungry tourism market. As such, they play a crucial role in the tourism industry, serving as pertinent leisure attractions in many destinations. It is therefore important for management to identify the key determinants that lead to tourist satisfaction and to tourists’ intention to return in future. This knowledge could assist management in making the informed strategic decisions for sustaining such attractions. Very little research has been conducted on this aspect in terms of museums in South Africa, leaving numerous unanswered questions about tourists’ experiences, the perceived quality of sites and tourists’ satisfaction with sites, which ultimately impact their intention to return. A quantitative survey was conducted at the Stevenson-Hamilton Knowledge Resource Centre and Museum (Skukuza Museum) in the Kruger National Park, where a total of 164 responses were obtained. Eight hypotheses were formulated and tested by utilizing Spearman’s correlation, investigating visitor expectations, experience, perceived quality, satisfaction, pleasure, confirmation and visitor intent. The results confirm the hypothesis that when tourists’ expectations are met, they experience a positive service experience and perceive the high quality. When tourists derive pleasure and satisfaction from the visit, they usually commit to a follow-up visit. The results of this study provide a basis for museum management, public sector visitor attractions, employees and academia to further develop these museums as successful visitor attractions.

Cultural heritage sports tourism design opportunities: a bibliometric analysis

The development of cultural heritage sports tourism requires collaboration from the government, communities around cultural heritage, academics, and stakeholders. The implementation of cultural heritage sports tourism has been carried out by many researchers around the world. This research was conducted to provide a review of cultural heritage tourism that has been carried out and to find out future research gaps related to cultural heritage sports tourism. Harzing's publish or perish software, Mendeley Desktop, and VosViewer were used to sort and identify gaps in this research. A total of 1069 articles from 2014 to 2024 from the Scopus, Web of Science, and PubMed databases were reviewed according to a predetermined review. The review included cluster information, impact factors, types of activities, research findings, and gaps for future research. The results showed that there were eight cluster groups in the resulting analysis with seven keywords that had a high impact factor. The keywords that have high impact factors are revisiting intention, digitalization, game-based learning, location-based applications, surveys, circular economy, and immersive technologies. The findings in this study are that the development of cultural heritage attractions needs to consider visitor expectations, the content presented, government involvement, and promotion. The development of cultural heritage sports tourism has great potential. Keywords: bibliometric analysis, sport tourism, cultural heritage, future research

Sustaining the brand and branding sustainability: landscape as homeland in Greenland’s visual marketing

Arctic destinations are continually reshaping their global identities to manage external expectations about the region. Existing portrayals of Greenland often stereotype the area as untouched wilderness or oversimplify its social, economic, and cultural realities. Our study combines visual analysis of cultural landscape and cultural ecosystem services (CES) to unveil a novel narrative in Greenland’s sustainable tourism branding we termed ‘landscape as homeland’. Empirically this research is based on the photographic database of Greenland’s national destination marketing organization. We explore Greenland’s destination branding as a strategic tool to define local meanings of sustainable tourism, homeland, and “Arcticness” in a branding that distinctively positions itself amidst Arctic destinations. Using pictured landscape as a dwelling place discerns locally valued CES, and realigns tourist engagements toward a culturally and ecologically integrated relationship. Applications of these findings extend to other rapidly changing regions seeking to expand economic opportunities, harnessing the synergy between destination branding and sustainable tourism. We reflect on the efficacy of our integrated CES and cultural landscape research to reveal local framings of the tourism-sustainability tension. We highlight the role of destination marketing organizations to bridge the gap between local identity, visitor expectations, and sustainable tourism development.

The Restoration of Archaeological Sites, Old Perceptions and New Narratives: the case of Sparta

Sparta stands out as a prominent city-state of ancient Greece, renowned for its significant historical impact. Its legacy is marked not only by its involvement in major historical events but also by the ‘peculiarities’ attributed to the constitution and societal life of the Classical city. Ancient written sources often portrayed Sparta as a militaristic and patriotic model of severity, discipline and austerity, crafting narratives that emphasized these traits. Over time, these narratives have fascinated various audiences and frequently been used for ideological and political purposes. Locally, these historical narratives have affected aspects of the contemporary Spartan society and the expectations of visitors and scholars. Projects for the enhancement of Spartan archaeological sites were systematically implemented rather late, in the late 20th and early 21st centuries. This article discusses this development and explores the ways in which organized and accessible archaeological sites and their narratives can engage diverse audiences. It also considers how such efforts can challenge and revise established narratives, impacting local identity and regional development.

Analysis of Visitor Satisfaction at the Samudera Pasai Islamic Museum Tourist Attraction Using the Servqual Method

Visitor satisfaction greatly influences the development of the tourism industry, the development of the tourism industry in a region will give birth to other supporting businesses. The Samudera Pasai Islamic Museum is one of the cultural-based tourist attractions that displays tourist attractions in the form of fine art, historical relics and customs. The Samudera Pasai Islamic Museum is located in North Aceh Regency, Aceh Province. In 2023, the average number of museum visitors was 1,050 people and there was a significant decrease in visitors in September 2023. The purpose of this study was to determine visitor satisfaction with the quality of service provided by the management of the Samudera Pasai Islamic Museum. The method used in this study is the Service Quality (Servqual) method. Servqual is a method used to identify the level or quality of visitor satisfaction with the services provided by a service industry through five dimensions, namely tangibles (physical evidence), responsiveness, reliability, empathy and assurance by analyzing the gap between the value of perception and the value of visitor expectations. The results of the study showed that in the tangibles dimension, the gap value was obtained at -0.50, the responsiveness dimension obtained a gap value of -0.43, the reliability dimension obtained a gap value of -0.32, the assurance dimension obtained a gap value of -0.26 and the empathy dimension obtained a gap value of -0.34. These results indicate that the satisfaction of visitors to the Samudera Pasai Museum has not been achieved, so service improvements are needed

TERRITORIAL MARKETING WITH VIRTUAL TOURS: AN EFFECTIVE STRATEGY FOR PROMOTING TERRITORY

Essentially, the attractiveness of a territory seems to be linked to its ability to attract flows and make itself desirable. We then speak of attraction, or more precisely, appeal, which refers not only to demographic, environmental, and economic dimensions but also to criteria of notoriety, image, and reputation. In this sense, the tourism sector appears to be a vital lever for the competitiveness of a territory. Due to its ability to generate visibility and readability of spaces and vernacular products, this sector is often seen as a first experimentation of a city or country, leading to a possible retention of visitors. The literature review often describes Algeria as an extremely attractive territory, while other indicators point to a rather unappealing image of the country. We will then make the distinction between attractiveness, which first refers to the presence of potential, and competitiveness, which rather addresses the management of this capital. The challenge thus seems to be oriented towards the implementation of a logic that allows taking advantage of the assets present in situ to better respond to this problem of capturing and satisfying demand, both nationally and internationally. However, this issue must be addressed with up-to-date data. It must take into account the evolution of tourists' behavior, who increasingly refer to digital media to outline an image of their future destinations. Thus, the digital age and the growing importance of information and communication technologies seem to be revolutionizing territorial marketing and, in particular, the tourism sector. Naturally, the reflection turns to Algeria's ability to accompany this movement. In other words, what are the methods and tools used in terms of territorial marketing and, more precisely, in the field of tourism and e-tourism? Our research undertakes a retrospective of experiences with virtual tours of heritage monuments produced by our team (using a 3D scanner). From the Bey's palace to the tomb of Massinissa, passing through the Roman aqueduct of Constantine, we attempt to highlight the impact of these innovative tourism products in enhancing the tourist elements of a city or territory. An introspection of the feedback on these services will allow us to better understand the expectations of visitors on one side, and to revise territorial marketing approaches on the other. The objective is to move away from classical policies by proposing more competitive, innovative strategies.

Assessing the Experiential Service Quality, Perceived Image, Experiential Satisfaction, and Revisiting Intentions of Public Zoo Visitors

The role of zoos in wildlife management has been revolutionized from basic conservation sites into research institutions, public education, and recreational destinations for public visitors. Building upon this evolution, the present study delves into the intricate interrelationships between public zoo experiential service quality, the perceived image of these institutions, experiential satisfaction, and visitors' intentions to revisit. Questionnaires were administered to 330 visitors via purposive sampling at the Kuala Lumpur National Zoo. The study hypotheses were supported, highlighting the significant and positive inter-relationship between interaction quality, physical environment quality, enjoyment quality, educational quality, zoo image, experiential satisfaction, and visitor’s revisit intention. The study provides practical managerial implications for the public zoo in delivering superior services, essential in improving visitor satisfaction. Excellent service quality ensures visitor satisfaction, enabling zoo management to meet visitor's expectations and encourage return visits, thus enhancing the zoo’s sustainability. The study results urge public zoo management in developing and implementing out of the box market-orientated service strategies by enhancing the interaction, enjoyment, educational quality, and physical environment perceived by future visitors.

Agritourism Development through Leveraging Financial Support within the 4As Framework

Abstract Financing is a crucial issue in agritourism development. Financial considerations play a significant role in the successful implementation and long-term sustainability of agritourism ventures. This research focuses on understanding the financial challenges that arise within each component of the 4As framework. The research methodology used is a literature study. This study emphasizes the financial challenges that emerge within each component of the 4As framework. Key financial factors for sustainable agritourism includes infrastructure investment, eco-friendly planning, cost management, effective marketing, training, and environmental preservation. Developing and managing attractions requires financial investment in creating and promoting unique experiences while ensuring cultural sustainability and integrity. Access involves infrastructure development and maintenance, transportation costs, and the need to reach remote rural areas. Providing adequate amenities requires financial resources for facility development, maintenance, and visitor service management. Ancillary services pose financial barriers in terms of initial investment, operational costs, and balancing authenticity with visitor expectations. Innovative financial approaches and support mechanisms are needed to foster agritourim development. These include accessing funding opportunities, exploring public-private partnerships, leveraging community-based tourism models, and volunteer tourism. Furthermore, this study emphasizes the importance of financial support programs through government grants and subsidies, incubators and accelerators programs, and tourism development funds.

Assessing Visitor Expectations of AI Nursing Robots in Hospital Settings: A Cross-Sectional Study Utilizing the Kano Model (Preprint)

Assessing Visitor Expectations of AI Nursing Robots in Hospital Settings: A Cross-Sectional Study Utilizing the Kano Model (Preprint)

ANALYSING DEMOGRAPHIC TRENDS AND VISITORS SATISFACTION AT THE NATIONAL MUSEUM, DELHI

Background: As demographics shifts continue, the National Museum in Delhi consistently adapts to ensure visitor satisfaction through diverse and enriching experiences. The study at the National Museum in Delhi delves into visitor demographics, preferences, and satisfaction, aiming to answer three primary research questions regarding visitor expectation, personalization, and satisfaction while pursuing three key objectives through exp loring the interplay among these factors. Objectives: To assess the alignment between visitor expectations and experiences, identifying contributing factors, to evaluate the extent of personalization at the museum and propose enhancement strategies, to investigate the impact of improved personalization on visitor satisfaction, aiming to achieve key study objectives. Methodology: A quantitative approach was employed, utilizing surveys to gather data from a sample of 100 museum visitors in Delhi. Structured questionnaire focused on visitor demographics, motivations, satisfaction level, and feedback. Canonical Correlation Analysis (CCA) and regression analysis were used for data analysis. Results: Visitors’ profile, indicating a predominant age group of 35-44 years comprising 28%, while most visitors hold Bachelor degree at 37%. Additionally, the survey reveals that 40% of respondents visit National Museum occasionally, followed by 30 % who visit rarely. No statistically significant influence of visitor characteristics or behaviours on the museum’s ability to cater to a diverse audience is found. Conclusion: The research provides valuable insights into visitor experiences and behaviours at the National Museum in Delhi. Despite limitations such as a small sample size and cross-sectional nature, the findings lay a foundation for understanding factors shaping visitor experiences. Practical implications are discussed for enhancing satisfaction and personalization efforts, with a call for further research to consider larger and more diverse samples and different variables.

Rethinking about Tangible Cultural Heritage Like Architect Sinan in The Digital Age: A Synthesis between The Ages

The study is to endeavor to design proposals that will enrich the visiting experience of the architectural sites built by Sinan in line with the desires, needs, and expectations of modern-day visitors, assuming that Architect Sinan lived in today's digital age. Based on the steps of multimedia development method, technology-based recommendations have been developed for three architectural sites: the Süleymaniye Mosque, its cemetery area, and the tomb, all of which were constructed by Sinan. The on-site observation method and observation forms were utilized. Additionally, written sources (such as autobiographies, books, articles, inventories, etc.) and visual sources (documentaries) were consulted to explore Sinan's exceptional personality and construction techniques. Based on the findings from on-site observations, the following stages, enriched with visuals, are proposed as recommendations: designing a large-sized digital book, measuring 1.5x1 meters, where visitors can turn the pages by moving their hands in the air inside the mosque. Developing a matrix barcode system within the cemetery area, containing information about the individuals buried there, including important details about their lives. Creating a virtual reality application and simulation that starts with an audio narration of Sinan's own life story and then guides visitors to his tomb by describing its location.

Quality of Service and Value for Money in West Bandung Tourist Destinations

<em>One of the strategic efforts in maintaining visitor satisfaction and loyalty can be done by maintaining the Quality of Service which should be a good quality of service commensurate with the Value of Money that visitors have given. This study aims to explore the extent of the level of visitor satisfaction with the Quality of Service and Value for Money in tourist destinations in the West Bandung area. </em><em>This research used a quantitative method.</em><em> Respondents who provided information in this study were tourists who met the requirements as respondents to be able to fill out and provide the information needed when filling out the questionnaires. The number of respondents was 220 people with the composition of Lembang Park Zoo 73 visitors, the Great Asia Africa 73 visitors, and the Floating Market 73 visitors. The analytical techniques used in this study were measured using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The results showed that based on the CSI (Customer Satisfaction Index) of 79.09% visitors to tourist destinations in the West Bandung area felt (Satisfied). Based on the gap analysis (GAP), the analysis obtained is with a performance score value of 86.96 smaller than the expected score of 88.15 so the level of performance of service quality and value for money is still far from the expectations of visitors to tourists destinations in West Bandung. The results of this research can be used as material for consideration and evaluation of the quality of service and value for money that has been developed.</em>

Архитектура музейных комплексов в историческом контексте времени

This study, which focuses on the architecture of museum buildings, analyzes the methods of shaping facades, with consideration of its regional setting and geographic location. The authors emphasize that in current conditions the design of museum facilities becomes a key economic factor affecting the tourist attraction, which, in turn, facilitates economic development of the region. The article puts special emphasis on the integration of museum facilities into historical urban development, by giving the example of the cities of Rome, Vatican, New York, Bilbao, Marseille, Giza. It covers in detail the typical features of the architecture of museums that affect their space planning. By analyzing different museum sites, the authors identify both similarities and differences in architectural solutions and examine the impact of these solutions on visitors. The study also emphasizes the importance of the research for understanding the role of architecture in creating a unique and attractive environment of the museum space, as well as for developing strategies for further development of museum infrastructure considering current requirements and visitor expectations. The paper highlights the importance of innovative approaches to facade design, which not only gives museums a unique appearance, but also has a strong role in shaping its positive perception.

Analisis Kepuasan Pengunjung Taman Margasatwa dan Budaya Kinantan (TMSBK) Kota Bukittinggi, Sumatera Barat

This background of this research was motivated by visitor dissatisfaction when visiting the Kinantan Wildlife and Cultural Park (TMSBK) in Bukittinggi City. The Kinantan Wildlife and Cultural Park is a zoo located in the City of Bukittinggi, West Sumatra. This study aims to analyze visitor satisfaction TMSBK. The type of research used in this study is qualitative. The data collected is primary data. The population of this study was respondents who had visited TMSBK. The research sample totaled of 100 visitors. Data collection techniques were carried out using a questionnaire with a Likert scale that had been tested for validity and reliability. The data from this study were processed using descriptive analysis techniques. The results of this study indicate that visitor satisfaction at the Kinantan Wildlife and Cultural Park Bukittinggi City, indicates that in general it has not met visitor expectations. Visitor satisfaction at the Kinantan Wildlife and Cultural Park Bukittinggi City, is not achieved in terms of factors and indicators of visitor satisfaction, namely animals and animal enclosures in Poorly maintained TMSBK, unsatisfactory responsiveness of officers to visitors, unavailability of public transportation, unavailability of special parking lots for visitors and unavailability of food court facilities where locl business actors sell goods in the TMSBK area. It can be described that visitor satisfaction based on TMSBK respondents’ assessment has not provided satisfaction to visitors.

Evolution of Exhibition Space Strategies in Smart Museums: A Historical Transition from Traditional to Digital

Museums have long been regarded as important cultural institutions for preserving and presenting artefacts and artworks to the public. Over time, the strategies employed to showcase these collections have significantly changed, influenced by technological advancements and shifting visitor expectations. This paper explores the historical evolution of smart museum exhibition space strategies, focusing on transitioning from traditional to digital approaches. It highlights the shift from traditional static displays to interactive and immersive experiences, fostering visitor engagement and enhancing cultural understanding. Integrating technology and multimedia has revolutionized exhibition spaces, enabling smart museums to present diverse narratives and perspectives. This evolution has enriched the visitor experience and expanded the cultural value of museums, making them more accessible and relevant to a broader audience.

Cultural Heritage at Conisbrough Castle: Expanding Resident Narratives, Public Education, and Aspects of Medieval Domestic Life for a Diverse Audience

English Heritage Trust (EH) prides itself on communicating the histories of its sites through playful forms of engagement. In the recent scholarship of EH heritage managers David Sheldon (2011), Joe Savage, and William Wyeth (2020), new forms of creating play and providing site histories are considered alongside the challenges of updating signage and activities to meet visitor expectations. Expanding castle narratives beyond the Norman origins, increasing representations of women and lesser-known historic figures, and addressing the domestic function of castles are a priority for Sheldon, Wyeth, and Savage as they create case-by-case programs for their many properties. This paper considers what pedagogical methodologies are utilized at EH’s Conisbrough Castle, the selected story for presentation and why, and what display methods can be expanded to add to the visitor understanding of Conisbrough’s longer story through the Middle Ages. Using a mix of display boards, video, and text-based signage, managers at Conisbrough recall the de Warenne family narrative and recognize the Conisbrough keep’s domestic function. This is a successful recollection of this one resident’s story, however, only featuring this narrative limits Consibrough’s history to the Norman period. As EH seeks to grow their castle histories, I propose creating new engagements through the current display media that emphasize the importance of multiple tenant stories across time in castle spaces. Increased opportunities to relate to the past and retain information through play will assist visitors as they come to recognize the home as witness to both domestic activity and those events that occurred on the world stage.

INVESTIGATING ZOO MANAGEMENT BASED ON VISITORSʼ PERCEPTION OF SERVICE PERFORMANCE: A CASE OF ZOO RABBITLAND, MALAYSIA

The investigation of visitors’ perceptions of service performance is essential in identifying best practices for zoo management. This is critical to ensure a worthwhile experience for visitors and guarantee the long-term viability of the business. However, despite the current demands and expectations of visitors, the facets of zoo management remain under-researched. This study conducted a descriptive analysis to identify and prioritise the dimensions of perceived zoo service performance that require attention from Rabbitland Zoo management to make informed decisions towards better service offerings. The research findings revealed that location and ticket pricing received the highest mean score, indicating that both dimensions align with visitors’ demands. Although three dimensions of service performance, namely animal welfare, amenities, and educational-related needs, received mean scores between 3.50 and 3.95 (medium performance), these areas require attention from management as they are more likely to impact visitors’ willingness to pay for future zoo visits. In particular, animal-based educational projects can be a promising strategy to enhance school and family market attraction. Furthermore, future research may explore emerging perspectives on zoo management through expert opinions, uncovering the potential development of sustainable business models in zoo tourism.